CIOs, as the leaders driving technology strategy, must develop a mobile engagement strategy that embraces the needs of customers, partners, and employees. But, before diving in head first, it’s important to understand your readiness for mobile engagement today and the steps you will need to take to succeed.
From the executive suite down, employees want access to and support for business applications on personal smartphones, tablets, and computers. The desire to allow employees to take greater control of the tools they use to work is driving many CIOs to launch formal bring-your-own-device (BYOD) programs. These give employees choice over the smartphones and tablets they use for work, focus on managing device configuration and security across platforms and deliver foundational apps like email and calendar.
Mobilising your collaboration, customer relationship management, enterprise resource planning, and countless other business applications could be an all-encompassing task. Or it could be a methodical process that you use to open up the lines of communication with critical operating executives in sales, service, and other mobile business functions.
The real opportunity for innovation and business impact is operating mobile applications that change your service model and value proposition for customers and partners. Given the limitations of smaller screens and fewer input options, mobile applications designed for the consumer will push the limits of innovation by focusing on three core values: immediacy, simplicity, and context. Customers want access to your products and services wherever they happen to be, and partners want easy mobile access to catalogs, inventory, and order information from the shop floor. However, few firms have a comprehensive mobile strategy (or even the desire to build one) and IT leads very few customer-facing mobile projects.